CUSTOMER SUPPORT REPRESENTATIVE - LEVEL 2

SUMMARY

Assist potential and existing business customers with their technology needs by providing them with AcenTek solutions. Maintain excellent after-sales relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide technical support to Internet customers by troubleshooting software and hardware problems, and explaining features and service changes by performing the following duties:
  • Provide technical support to Video/Internet customers by answering phone calls, gathering relevant information, troubleshooting and resolving software and technical hardware problems, and explaining features and service changes.
  • Assist customers with video questions concerning set-top box programming and simple trouble shooting.
  • Research complex Internet problems and issues to determine solutions.
  • Responsible for providing and maintaining accurate records on Internet customer-specific information and files.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Knowledge of computer operating systems: Windows 10, Windows 8, Windows 7, Windows Vista, 2000; XP; Macintosh; Linux/Unix beneficial knowledge, but not required.
  • Knowledge of Internet technologies, languages, and platforms such as: FTP; Email; HTTP; Networking, as related to Internet; must understand common file management programs, folders and understanding of OSS Model. Working knowledge of IP, IP Video, VoIP, DSL, and Application Servers. Knowledge of telecommunications is preferred.
  • Need to acquire knowledge on 6 CCNT courses Basic Electricity, Basic Telecommunications, Basic Data Communications, Local Area Networks, Broadband Technologies, Voice over IP Essentials.
  • Must be fully able to configure a PC or MAC to fully operate in all aspects of Internet and be fully able to configure any of the common Internet programs: Dial-up networking; Network protocols; Microsoft Internet Explorer versions 3.xx through 6.xx; Internet Mail; Microsoft Outlook Express; and Microsoft Outlook
  • Skills in prioritizing and completing multiple projects. The ability to be well organized and accept responsibility for and work under occasional stressful situations with frequent interruptions.
  • Skill in identifying problems and finding resolutions.

REQUIRED EDUCATION and/or EXPERIENCE

Associate degree in Telecommunications/Networking or related area or equivalent experience with six months to one year related technical support experience and/or training. Must have knowledge of computer operating systems; hardware and software; languages, browsers, search procedures, search engines, platforms and applications; skill in operating various equipment including modems, Web TV units, etc. Must have analytical problem solving skills and excellent communication skills.

PREFERRED EDUCATION and/or EXPERIENCE

Cisco networking certification (prefer CCNA and/or MCSA). Previous ISP implementation, maintenance, and administration, and two years customer support experience.

CERTIFICATES, LICENSES, REGISTRATIONS

A valid driver's license.